Ferrari
ESRS disclosure: ESRS S4 \ DR S4-2
Tags Tree
- Does the undertaking disclose whether and how the perspectives of consumers and/or end-users inform its decisions or activities aimed at managing actual and potential impacts on consumers and/or end-users? Include, where relevant, an explanation of the processes for engaging with consumers and end-users about these impacts.
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Question Id: S4-2_01
We are devoted to the highest level of client satisfaction, for this reason we strive to promote knowledge of our products, the enjoyment of our sports cars both on road and on track, and foster long-term relationships with our clients, which is key to our success. To achieve this objective, we have put in place different structured methods to directly engage with them, from exclusive events and initiatives to dedicated client satisfaction surveys. By purchasing our cars, clients become part of an exclusive community, united by a shared passion. We foster this sense of fellowship with a number of initiatives and events, such as exclusive new model unveils, on-the-road driving events such as the Ferrari Cavalcade, special experiences on track and dedicated programs for Ferraristi that own historical models. For additional information, please refer to the “Client Relations” paragraph. We have also built a structured process to assess the overall client satisfaction covering the product, the services provided, the events we organize, and the overall client experience with the car.
Report Date: 4Q2024Relevance: 65%
- Does the undertaking engage directly with affected consumers and end-users, their legitimate representatives, or credible proxies to gain insights into their perspectives? Provide details on how these perspectives inform the undertaking's decisions or activities aimed at managing actual and potential impacts on consumers and end-users.
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Question Id: S4-2_02
Specific KPIs are constantly monitored and analyzed by the Marketing Intelligence department, the function that has operational responsibility for ensuring that the engagement happens. The Marketing Intelligence department reports to the Chief Marketing and Commercial Officer, the most senior role in charge of ensuring the results inform Ferrari approach. The KPIs are measured through bespoke surveys for each car launch and collected for every new model, from range vehicles to special and limited editions. A similar approach is adopted for evaluating the quality of service and satisfaction of our events. The assessment process can involve proactively administering online questionnaires and conducting telephone interviews with a sample of customers, or the customers directly reaching out to us.
Report Date: 4Q2024Relevance: 85%
- Provide a detailed account of whether and how the perspectives of consumers and/or end-users are integrated into your decision-making processes or activities concerning the management of actual and potential impacts on these groups. Include a comprehensive explanation of the stage(s) at which such engagement occurs, the type of engagement utilized, and the frequency of these engagements.
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Question Id: S4-2_03
Product satisfaction aims to evaluate performance, driving emotions, design, quality, comfort, devices and HMI of our products. The evaluation is carried out through three different survey typologies in different time frames, which enables us to gather client comments and feedback: Early stage: at the commercial launch of a new Ferrari model, client/prospect satisfaction is monitored with Demo Test Drives of the new car at dealers’ showrooms. Second stage: after approximately 3 to 4 weeks of ownership, the first clients of the new model receive a survey, “Report200”, to gather their first impressions of the recently purchased car. A brief questionnaire, managed by the Ferrari Customer Care, is conducted by phone with the initial customers and is terminated after the first 200 replies have been collated. Third stage: a few months following the launch, a third survey named New Car Buyer Satisfaction (“NCBS”) is sent by email to the initial clients. The NCBS is a more complete, in-depth and detailed assessment on the car, and is composed of more than 100 online questions aimed at gathering a thorough feedback on the vehicle.
Report Date: 4Q2024Relevance: 85%
- Identify and disclose the function and the most senior role within your organization that holds operational responsibility for ensuring engagement with consumers and end-users occurs, and that the outcomes of such engagement inform your organization's approach. Include an explanation of how these perspectives influence your decisions or activities aimed at managing actual and potential impacts on consumers and end-users.
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Question Id: S4-2_04
Specific KPIs are constantly monitored and analyzed by the Marketing Intelligence department, the function that has operational responsibility for ensuring that the engagement happens. The Marketing Intelligence department reports to the Chief Marketing and Commercial Officer, the most senior role in charge of ensuring the results inform Ferrari approach.
Report Date: 4Q2024Relevance: 85%
- Provide a detailed account of whether and how the perspectives of consumers and/or end-users are integrated into your decision-making processes or activities aimed at managing actual and potential impacts on these stakeholders. Include an explanation of the methods used to assess the effectiveness of your engagement with consumers and/or end-users, and, if applicable, describe any agreements or outcomes that have resulted from such engagement.
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Question Id: S4-2_05
The results of the product and service satisfaction analyses are used to outline any necessary action plan for current models and, additionally, to identify potential features to be added to the next generation of vehicles. Recent surveys show that client satisfaction for Ferrari products and services has constantly stayed at a very high level. Starting from 2017, to improve the main client events organized by Ferrari’s headquarters (such as Esperienza Ferrari, Digital or Physical World Premiere, Factory Tour etc.), we also started to evaluate the level of client satisfaction through an online survey using digital tools. The results of our analysis are gathered and shared with the Operative Marketing department. The results of the surveys measuring client satisfaction levels for our Ferrari Driving Courses worldwide (US, Europe, Mainland China) have also been shared with the Corse Clienti department and Hub representatives.
Report Date: 4Q2024Relevance: 85%
- What steps does the undertaking take to gain insight into the perspectives of consumers and end-users, particularly those who may be vulnerable to impacts or marginalized, such as individuals with disabilities or children?
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Question Id: S4-2_06
Considering our range of clients, the compliance with the GDPR and applicable laws, the services and products offered, no consumer and no worker is clustered as “vulnerable” or at greater risk of harm.
Report Date: 4Q2024Relevance: 30%
- Has the undertaking failed to adopt a general process for engaging with consumers and/or end-users regarding impacts? If so, disclose this fact and provide a timeframe for when such a process is expected to be implemented.
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Question Id: S4-2_07
A specific practice on transparent communication towards our clients has not been formalized.
Report Date: 4Q2024Relevance: 60%
- Has the undertaking adopted a general process for engaging with consumers and end-users regarding impacts? If not, disclose the absence of such a process and provide a timeframe for its anticipated adoption.
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Question Id: S4-2_08
A specific practice on transparent communication towards our clients has not been formalized.
Report Date: 4Q2024Relevance: 50%
- Identify and describe the specific role or function within your organization that holds operational responsibility or ultimate accountability for engaging with consumers and end-users regarding impacts. Indicate whether this is a dedicated role or function, or part of a broader role or function, and specify any capacity-building activities provided to support staff in these engagements. If no such position or function exists, state this explicitly. You may also reference information disclosed under ESRS 2 GOV-1 concerning the role of administrative, management, and supervisory bodies.
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Question Id: S4-2_09
Specific KPIs are constantly monitored and analyzed by the Marketing Intelligence department, the function that has operational responsibility for ensuring that the engagement happens. The Marketing Intelligence department reports to the Chief Marketing and Commercial Officer, the most senior role in charge of ensuring the results inform Ferrari approach.
Report Date: 4Q2024Relevance: 80%